Service Desk Agent

Summary

Fotona is seeking a Service Desk Agent to join their team at the US headquarters in Irving, Texas. The role involves providing customer support, managing service tickets, and performing basic troubleshooting and preventative maintenance for laser systems.

Requirements

• At least 1 year of experience in Customer Care, Technical Support, or equivalents
• Ability to lift and carry up to 50 lbs., ability to lift and carry over 50 lbs. occasionally, ability to push/pull very heavy equipment on wheels/casters occasionally
• Ability to stand, lift, push/pull, bend, squat, stretch, reach, twist/turn, walk, and reach throughout the day, ability to work at a computer and sit for extended periods
• Associate's, Bachelor's, or Technical Degree preferred, though not required. High school diploma or minimum required

Responsibilities

• Provide timely and effective customer support and communications
• Manage customer service ticket database and records
• Provide Level 1 support to customers and strive to close tickets without escalation (training available)
• Act as communication liaison between service and other internal departments
• Diagnose basic laser system issues (training available)
• Track laser demo and training inventory and oversee laser service requests for demo and training units
• Assist in the service lab with preparing lasers to be shipped (training available)
• Assist in the service lab with preventative maintenance for laser systems (training available)

Benefits

• Competitive pay based on experience
• Excellent benefits package including Medical, Dental, Vision, and Life Insurance
• 401(k) with matching
• Opportunity to develop and grow a career within a fast-growing and industry-leading company